Customer Support Representative

About DirectFN

DirectFN is a prominent Financial Technology (FinTech) provider in the Capital Market Industry, now part of the Saudi Tadawul Group / WAMID. We specialize in delivering brokerage, asset, and custody management software alongside market data and financial content products that enhance operations for institutions and individual clients.

Job Summary

As a Customer Support Representative, you will serve as the first point of contact for users of DirectFN's FinTech and FinCon offerings, addressing inquiries and resolving common issues efficiently. Your role involves managing support tickets, guiding clients in product usage, coordinating with internal teams, and ensuring high client satisfaction in both regional and international markets.

Key Responsibilities

• Respond promptly and professionally to client inquiries across various support channels including phone and email.
• Provide detailed guidance on functionalities and navigation of DirectFN's market data and financial content solutions.
• Accurately log, categorize, and prioritize customer support tickets in the tracking system.
• Troubleshoot routine issues and collect detailed information for escalation cases.
• Escalate complex problems to technical, product, or operations units with thorough documentation and follow-through.
• Maintain precise records of customer interactions and resolutions.
• Contribute knowledge to the company’s support resources to continuously improve client service quality and efficiency.
• Identify recurring issues and communicate client feedback to relevant teams for product and service enhancement.

Qualifications & Requirements

• Bachelor’s degree in Business, Information Technology, or a related discipline, or equivalent hands-on experience.
• 1 to 3 years of customer support experience, preferably within financial services or technology sectors.
• Strong problem-solving capabilities complemented by excellent client communication skills.
• Prior exposure to support tools or ticket management systems is beneficial.
• Well-organized with a great attention to detail.
• Fluency in both English and Arabic, spoken and written.

Core Competencies

• Exceptional customer service skills to handle enquiries and problems efficiently.
• Effective problem diagnosis and resolution techniques for product-related issues.
• Clear, patient communication with clients to ensure understanding and satisfaction.
• Strong coordination skills to track tickets and follow up on support cases.
• Accurate documentation abilities for maintaining comprehensive records of support activity.
• Client-centric focus ensuring timely and high-quality support interactions.

Performance Metrics

• Timely responses to client requests as per agreed service levels.
• First-level issues resolved effectively with proper escalation when required.
• High ratings of client satisfaction on support engagements.
• Accurate and thorough maintenance of support tickets and client records.
• Active participation in continuous improvement initiatives to reduce recurring issues.